Authors: Phil Williams, Chris Lloyd, Gabrielle Vilic, QLD
Year: 2013
Event: 2013 TheMHS Conference
Subject: consumer advocacy group, Acute In-patient, services
Type of resource: Conference Presentations and Papers
ISBN: 978-0-9757653-7-1
Abstract: Traditionally, satisfaction with acute care services has been assessed using measures designed by clinicians or academics and administered by staff. There is a risk that such measures will focus on dimensions of satisfaction that are relevant to staff but will overlook dimensions that are important to consumers. There is also a risk that some consumers will feel inhibited in expressing their views when a satisfaction survey is administered by staff. In an attempt to overcome this potential bias in evaluation of acute services, we identified a measure (VOICES) that was consumer developed and tested. We also arranged for consumers to administer the measure. In this presentation, we discuss both the process of evaluating satisfaction with acute care services and results obtained.
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